Client Success Manager (Account Manager)

NOT YOUR AVERAGE CLIENT SUCCESS MANAGER.

We’re a digital agency, looking for a CSM with a difference at Firefly Digital.

YOU’RE AMBITIOUS. SO ARE WE.

“Don’t stand out.” “Don’t rock the boat.” These are words you will never hear at Firefly. In a few short years we’ve grown to become one of New Zealand’s top digital marketing agencies. Now we need a Client Success Manager who’s fuelled by the same kind of ambition. You’ll be in charge of managing our client portfolio and delivering the kind of results that make marketers sit up and take notice. And you’ll have fun doing it.

Requirements

THIS IS WHAT YOU’LL BE DOING

YOUR RESPONSIBILITIES

Prepare monthly internal and client performance reports using third-party integrations, software and tools:

• Meet with your book of client partners monthly and act between our specialists and your clients, giving high-level digital marketing feedback and strategy.
• Deal directly with clients through email, phone and video calls.
• Liaise with Firefly suppliers to enhance client campaigns and understand systems and processes around these.
• Project manage the onboarding of new clients using Firefly processes.
• Work with internal specialists to manage multiple accounts and troubleshoot any issues.
• Oversee campaign performance, identify, recommend and implement improvements.
• Track all incoming support requests and facilitate through to resolution.
• Advertising budget management.
• Regular improvements to systems and processes.
• Relay information to the team after client meetings and making sure they are implemented on a timely basis.
• Keep the client file in the CRM and project management tool up to date.
• Identify opportunities for further Firefly services the client can capitalise on.

THIS IS WHO YOU ARE

YOUR QUALIFICATIONS

Everything you’ve done so far has been leading up to this point. You have excellent organisational skills, you’re ambitious, and you’re a fast learner. Here are some of the other qualities you’ll bring to the CSM role:

• Effective time management, as well as the ability to stay organised with the workload, multiple tasks and deadlines.
• Excellent communication is a must. You must be a confident, proactive and forward-thinking leader who thrives in client meetings, presentations and discussions.
• Timely responses to clients.
• Passionate about seeing clients succeed in the online space.
• Ability to multi-task, handle pressure, changing priorities and deadlines.
• The desire to learn, grow and improve with the firefly team.
• At least three years’ experience in the digital marketing world.
• Proficient in Microsoft Office – Word, PowerPoint, Excel, or G-Suite.
• Firefly is a close-knit team with a company culture that celebrates success. Grow with our company, as we take on more team members and your career can quickly advance as you become a senior member.

Benefits

SAY GOODBYE TO BORING

A WORKPLACE WITH A DIFFERENCE

Come to work with us in one of New Zealand’s most vibrant workspaces. BizDojo in Takapuna is where you’ll find a bunch of thriving start-ups, business service providers and some damn fine food and beverage outlets. Did we mention Friday evening social drinks so you can connect with your Firefly colleagues?

WE BELIEVE WORK SHOULD BE FUN

Our philosophy is simple: Give 100% and enjoy the ride. That’s why working at Firefly comes with monthly team dinners and outings, plus Friday evening drinks with your fellow Firefly colleagues.

LIFESTYLE

Yoga and mindfulness classes, use a professional coffee machine and beanbag to zone out in front of our sweeping views of Rangitoto. Management gurus call this work-life balance. We call it everyday life at the BizDojo. Whether you like to sit, stand or stretch out to get your best work done, we've got your back (or bum), with a range of furniture and seating options.

COMMISSION

You will be on a rewarding commission structure.

OTHER

Tools for the role provided including Mac Book Pro, iPhone and car park.